Svp, Customer Success

About Accolade

Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade's Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role overview

Are you an experienced relationship manager with extensive expertise in employee benefits, and a passion for building and developing high-performing teams from the ground up? We are seeking a visionary Customer Success Executive who is excited about the opportunity to shape and drive our customer success strategy. This pivotal role, reporting to the EVP Growth & Retention, offers the chance to grow with our organization, making a significant impact on our customers' satisfaction and Accolade's success. If you thrive in a dynamic environment and are ready to lead a transformative journey, we want to hear from you!

A Day in the Life...

Strategic Leadership and Vision:

• Develop and implement a segmented, customer-centric success strategy that aligns with Accolade's objectives.

• Collaborate seamlessly with sales, implementation, product, operations, and other teams to ensure an exceptional customer experience throughout the customer lifecycle.

• Build and nurture strong relationships with internal key stakeholders across our government solutions, health plans, and consultant strategy business lines.

• Lead the evolution of the customer success function, driving customer satisfaction, retention, and growth for both customers and the customer success team.

Customer Relationship Management:

• Manage customer relationships, ensuring outstanding satisfaction and unwavering loyalty, and maintain strong partnerships with associated consultants.

• Introduce and guide clients through Accolade's product roadmap, championing the adoption of new features and best practices.

• Leverage analytics and insights to develop tailored strategies for each client, proactively assessing risks and driving action based on data, while sharing insights across the organization.

• Drive contract renewals and expansions, maximizing revenue opportunities.

Team Growth and Development:

• Recruit, train, and mentor a high-performing customer success team, including VPs, directors, and CSEs.

• Establish clear performance expectations, providing continuous coaching and feedback.

• Cultivate a positive, collaborative, and customer-focused culture within the team.

• Implement a comprehensive sales/support enablement practice to ensure ongoing team development.

Operational Excellence:

• Establish and monitor key performance indicators (KPIs) to drive continuous improvement and measure success in customer success processes and tools.

• Ensure operational excellence in every client interaction, including presentations, meetings, and communications.

• Evaluate and optimize the use of tools and systems, such as Salesforce, to manage customer accounts and track performance; recommend enhancements as needed.

• Act as the ultimate escalation point for complex customer issues, ensuring prompt and effective resolution.

What We Are Looking For...

Experience:

• Bachelor's degree in Business, Healthcare, or a related field; Master's degree preferred.

• At least 15 years of professional experience in health services, employer health benefits, health benefits consulting, health management consulting, wellness solutions, or related fields, with a deep understanding of employee benefits from a carrier, health plan, or related perspective.

• A minimum of 5 years of proven success in a senior leadership role within customer success, account management, or a similar function.

Relationship Management:

• Proven expertise in managing customer relationships, achieving high levels of customer satisfaction and retention.

• Established credibility and influence in the employee benefits space, with the ability to leverage this both internally and externally.

• Strong financial acumen, with experience in negotiating and driving revenue growth.

• In-depth knowledge of best practices for using Salesforce or other Customer Relationship Management (CRM) software.

Leadership:

• Demonstrated ability to lead and develop high-performing teams.

• Exceptional communication skills, with the ability to effectively present to and influence senior executives and decision-makers.

• Ability to work effectively across departments and lead cross-functional initiatives.

• Willingness to travel as needed, estimated at 50%.

Benefits

• Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.

• HDHP medical plan with generous employer contributions towards an HSA

• 401(k) Retirement Plan with matching employer contributions

• Open Time Off

• Generous Holiday Schedule + 5 floating holidays

• 18 weeks of paid parental leave

• Subsidized commuter benefits programs

• Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger

• 1 Volunteer days per year

• Employee Stock Purchase Plan (ESPP) w/ employee discount

Our people are the Heart of Accolade

Together, we are building a great and enduring business that truly makes an impact. At Accolade, we are committed to building a workplace where all can grow and thrive. We do this by living our core values:

Member Obsessed

For everything we do, we ask ourselves: Is this going to make our member's life measurably better?

Be Fearless

We think differently. We do what's never been done. We are reinventing healthcare every step of the way.

Stronger Together

We honor the differences among one another and know that our unique perspectives drive us forward.

Genuine Care

We care deeply about the human beings we work with and serve. We have each other's back.

Embrace Reality

We bring the data, tell the truth, and trust each other.

Relentless Execution

We operate with a bias for action. Take initiative, move fast & have fun.

Accolade is committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person. Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief.

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.

Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.

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